References

• 1985Problems and Strategies in Services Marketing2,819 cited
• 2003Service Management: Operations, Strategy, Information Technology1,083 cited
• 1997Customer contributions and roles in service delivery968 cited
• 1979Where does the customer fit in a service operation?834 cited
• 1996Key Concepts for New Service Development781 cited
• 2002The service concept: the missing link in service design research?766 cited
• 1981CONSUMERS AS COPRODUCERS OF PUBLIC SERVICES: SOME ECONOMIC AND INSTITUTIONAL CONSIDERATIONS759 cited
• 1986How can service businesses survive and prosper?740 cited
• 2006Foundations and Implications of a Proposed Unified Services Theory731 cited
• 1995The role of employee effort in satisfaction with service transactions618 cited
• 2003INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA603 cited
• 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
• 2012Production-Line Approach to Service534 cited
• 1992Towards a Classification of Service Processes524 cited
• 1983The Customer Contact Model for Organization Design434 cited